Service Requests

A service request is a request for service initiated through a contact to the organization, generally a citizen's call, describing some type of problem (usually at a specific location) and the action taken to remedy the situation. Three basic elements are needed to initiate a service request:

  • The problem
  • The incident location
  • The caller or contact information

A service request tracks the action from the initial contact to dispatch and investigation, and then to the resulting recommendation. A service request is attached to an incident location and can be represented by a single point on the map, making it easy to link other callers reporting the same problem in the area to a single service request.

Service request templates can be configured by the administrator in Designer under Service RequestsTemplates. See Service Requests in the Designer for 15.8 Guide for more information.